Overview

Job Title: IT Helpdesk Support Technician Employment Type: Full-Time Reports to: IT Technical Operations Manager Company Summary: Ascend Medical, founded in 2021, has a mission to elevate body, mind and soul. Our advanced primary care clinically integrates behavioral, metabolic and lifestyle aspects of health to keep you well physically, mentally and emotionally. Ascend started as a convenient, hybrid delivery model spanning digital and at home modalities, meeting patients where they are: at home, at work or anywhere else. We have since evolved and now partner with traditional primary care providers to augment their offering, allowing patients to experience Ascend through brick-and-mortar, digital and at-home channels. Unlike your typical healthcare system, Ascend is designed to innovate. Innovation starts with a culture that is excited to reimagine healthcare and is not afraid to disrupt. We try to avoid any micro-management of employees but rather embrace a core set of values that empower our team-members to make smart decisions: Our values: Patients before Profits Empathy before Expedience Progress before Stagnation Team before Individual Safety before Everything At Ascend Medical, you'll be part of a team of caring and innovative professionals who are forging a new path in healthcare - one that is patient-centered, affordable, and highly convenient. Ascend boasts the highest patient satisfaction scores in the industry (net promoter score consistently above 95) and we excel in delighting patients. Company benefits: We offer a competitive benefits package to our employees: Medical Dental Vision 401k w/ Match Generous PTO, paid parental leave, company holidays Position Summary: The IT Helpdesk Support Technician is the first point of contact for clinical and administrative staff across all Ascend Medical locations. The role resolves hardware, software, network, and access issues that interrupt patient care and business operations, escalating complex problems to senior engineering staff while keeping the requester informed. Because the environment spans multiple sites, the technician balances on-site support at a corporate headquarters location with remote support for staff elsewhere, and travels between sites for equipment deployments, moves, and issues that cannot be resolved remotely. Success in this role is measured by responsiveness, resolution quality, and the technician's ability to work calmly with clinical staff during time-sensitive situations. All work is performed in a HIPAA-regulated environment, so careful handling of protected health information and adherence to security policy are inseparable from the technical duties. Key Responsibilities: Service Desk Operations Serve as the initial point of contact for incoming support requests by phone, email, chat, and the ticketing system, logging every request with accurate categorization and priority. Triage and resolve Tier 1 and Tier 2 incidents covering desktops, laptops, thin clients, printers, scanners, mobile devices, peripherals, and clinical workstations. Escalate incidents that exceed the scope of the role to network, systems, or application teams with complete documentation of steps already taken. Maintain ticket hygiene: timely updates, clear resolution notes, and confirmation with the requester before closure. End-User and Clinical Application Support Support the organization's productivity suite, electronic health record, practice management, and telehealth applications at the end-user level. Troubleshoot login, permission, printing, scanning, and device-integration issues affecting clinical workflows, coordinating with application owners and vendors as needed. Provide floor support during clinic hours at the assigned location and remote support to staff at other sites. Account and Access Administration Process onboarding, transfer, and termination requests, including account creation, group membership, distribution lists, and multifactor authentication enr